Technical Account Manager

About the Job:

Red Hat's Services team is seeking an experienced and highly skilled support engineer or systems administrator with an overall years of experience, to join us as Technical Account Manager for our Telco customers covering Red Hat OpenStack and Red Hat OpenShift Container Platform. In this role, you'll provide personalized, proactive technology engagement and guidance, and cultivate high-value relationships with clients as you seek to understand and meet their needs with the complete Red Hat portfolio of products. As a Technical Account Manager, you will provide a level of premium advisory-based support that builds, maintains, and grows long-lasting customer loyalty by tailoring support for each of our customer's environments, facilitating collaboration with their other vendors, and advocating on the customer's behalf. At the same time, you'll work closely with our Engineering, R&D, Product Management, Global Support, Sales & Services teams to debug, test, and resolve issues.

What will you do:

• Perform technical reviews & share knowledge to proactively identify & prevent issues
• Understand your customers' technical infrastructures, hardware, processes, and offerings
• Perform initial or secondary investigations and respond to online and phone support requests
• Deliver key portfolio updates and assist customers with upgrades
• Manage customer cases and maintain clear and concise case documentation
• Create customer engagement plans & keep documentation on customer environments updated
• Ensure a high level of customer satisfaction with each qualified engagement through the complete adoption life cycle of our offerings
• Engage with Red Hat's field teams, customers to ensure a positive platform & cloud technology experience and a successful outcome resulting in long-term enterprise success
• Communicate how specific Red Hat platform & cloud solutions and our cloud road-map align to customer use cases
• Capture Red Hat product capabilities and identify gaps as related to customer use cases through a closed-loop process for each step of the engagement life cycle
• Engage with Red Hat's product engineering teams to help develop solution patterns based on customer engagements and personal experience that guide platform adoption
• Establish and maintain parity with Red Hats platform & cloud technologies strategy
• Contribute internally to the Red Hat team, share knowledge and best practices with team members, contribute to internal projects and initiatives, and serve as a subject matter expert (SME) and mentor for specific technical or process areas or process areas
• Travel to visit customers, partners, conferences, and other events as needed

What will you bring:

• Bachelor's degree in science or a technical field; engineering or computer science
• Competent reading and writing skills in English
• Ability to effectively manage and grow existing enterprise customers by delivering proactive, relationship-based, best-in-class support
• Upstream involvement in open source projects is a plus
• RHOCP
• Experience in Red Hat OpenShift Container Platform (RHOCP) or Kubernetes or Dockers cluster management
• Understanding of RHOCP Architecture & different types of RHOCP installations
• Experience in RHOCP Troubleshooting and data/logs collection
• Strong working knowledge of Prometheus and Grafana open source monitoring solutions will be considered a plus
• Administration experience of Red Hat OpenShift v4.x will be considered a plus
• RHOSP
• Proven & strong system administration and troubleshooting experience with Red Hat OpenStack
• Experience in a support, development, engineering, or quality assurance organization